IT Support Engineer

Copenhagen, Denmark

Cision – Information Technology /

Regular /

On-site

The IT Support Engineer is a global technical & customer service role that provides L2 end-user support and participates in various technology initiatives & projects. Your duties will include the day-to-day support of internal end-users globally, addressing incidents & requests, mostly from users based locally in Denmark. You will be providing remote and deskside support for Windows, Apple and Linux users and help maintain & manage end user services and devices. You will be an integral member of a global IT team, spanning 40+ countries in nearly every part of the world. You’ll guide, assist & support end users with various situations, answer technology related questions and have an opportunity to work with various teams and learn new technologies. Above all, this is a customer service role in which the quality and timeliness of end user support is paramount.

Core job responsibilities:

• Provide a high level of customer service & end user support
• Provide remote and desktop support across the globe
• Provide VIP\Executive level support
• Utilize our ITSM platform to categorize, prioritize and escalate issues as necessary
• Take ownership of issue\request through resolution or escalation
• Analyze hardware and software problems, troubleshoot per approved procedures
• Participate in project related activity in varying capacity
• Perform hardware and software setup, configuration, and testing per current standards and approved procedures
• Help create and maintain system support documentation
• Help with procurement and management of hardware and software licenses

Experience and Requirements:

• 2 + years of experience in Microsoft Windows, Apple, network troubleshooting & web-based application support
• 2 + years of experience in providing desk side and remote support
• Knowledge of ITIL methodologies preferred but not necessary
• Strong experience and understanding of Office365 & SharePoint.
• Some experience in Windows and Apple deployment technologies
• Experience in working with Jira Service Manager preferred but not necessary
• Strong remote end user support experience
• Experience in working with Okta or similar SSO technologies
• Bachelor’s degree in computer science or related field is advantageous

Attributes:

• Strong interpersonal skills and thoughtful and effective communicator
• Ability to stay calm and professional under pressure
• Excellent analytical and problem-solving skills
• Excellent time management and organization skills
• High aptitude and interest in learning new technologies

Please note that this position is only available to candidates who are currently residing in Denmark. Unfortunately, we are unable to consider applicants outside the country.

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